Returns, exchanges & refunds

01Who this policy applies to

This Returns, Exchange & Refund Policy applies to all orders placed on epoqe.in and delivered within India. It forms part of our Terms of Service. By placing an order, you confirm that you have read and accept it.

Every piece is checked before dispatch. Our aim is to keep returns simple and fair while maintaining hygiene and quality standards for every customer.

02How a request works

03The 3-day request window

• You can request a return or exchange within 3 days of delivery, as shown in the courier tracking.
• Requests must be raised on our official WhatsApp +91 95747 75711 (chat only) or by email at support@epoqe.in, with your order number and the reason.
• Requests received after the 3-day window cannot be accepted.
• Please do not send any parcel back without our approval. Returns sent without approval may not be accepted.

04Opening video

An opening video is mandatory for every complaint about a damaged, defective, missing or wrong item. It helps us verify your concern quickly and resolve it fairly. Your video should:

• Start before the parcel is opened and show the sealed packaging and shipping label clearly.
• Be one continuous recording, without cuts, pauses or edits, from the sealed parcel to the opened product.
• Show the product and its tags clearly, including any defect, damage or mismatch you are reporting.

05Condition of items

To be accepted, returned or exchanged items must be:

• Unworn and unwashed, in the same condition as received, apart from a brief trial for size.
• Returned with the original invoice, tags and packaging intact.
• Complete — every piece of a co-ord set (for example top, bottom, shrug, jacket or belt) must be returned together.
• For unstitched suit material: uncut, unstitched and unwashed, in its original fold, with every piece (top, bottom and dupatta) included.
• Free from stains, perfume or deodorant smell, makeup, washing or alterations.
• Folded and packed safely so they are not damaged in transit.

06What we cannot accept

• Used, worn or washed items, or items with missing tags or packaging.
• Requests raised after the 3-day window.
• Accessories and complimentary products.
• Items damaged due to improper handling after delivery, or altered, stitched or cut items.
• Minor differences in colour, shade, print placement or texture that are natural to fabric and photography, as explained in our Fabric, Colour & Print Disclaimer.
• Products that were not purchased from epoqe.in.

Legitimate issues reported with an opening video within the window will always be reviewed.

07Refund choices

Once your return passes inspection, you can choose how you would like to be refunded:

• Refunds are calculated on the amount you actually paid for the returned item(s), after any discount or offer (such as Buy 2 Get 1 Free) applied to the order.
• COD charges and shipping fees are non-refundable.

08Size exchange & replacement

• Size exchanges must be requested within 3 days of delivery, subject to stock availability.
• A ₹170 exchange handling fee applies per order.
• The replacement is dispatched within 2–5 working days after inspection.
• If the size you need is out of stock, we will offer wallet credit or a refund under the options above.

09Damaged, defective or wrong items

• Message us within 3 days of delivery with your opening video and clear photos of the item, its tags and the packaging.
• Once verified, we send a free replacement — no exchange fee applies — dispatched within 2–5 working days after inspection.
• If a replacement is unavailable, we will offer wallet credit or a refund of the amount paid.

10Discount & sale orders

• Promotional pricing is offered to give you better value, so most discounted and sale orders are not eligible for returns.
• Verified issues — damage, defects or a wrong item — reported within the 3-day window with an opening video will always be supported.
• If you are unsure about sizing before buying on sale, message us and our team will happily help you choose.

11Pickup & sending your return

• We provide reverse pickup in most locations. Pickup is subject to courier serviceability at your pin code.
• If pickup is unavailable, you can courier the parcel to us and share the tracking details after dispatch. We will share the return address once your request is approved.
• Please use a trackable courier. We are not responsible for self-shipped parcels lost in transit.

12Processing timeline

13Order cancellations

• Orders cannot be cancelled once confirmed, because we begin processing them straight away.
• Orders cannot be modified (for example size, colour or quantity) after they are placed. Please double-check your size, shipping address and phone number before completing checkout.
• If you need a different size after delivery, you can raise an exchange request under this policy.

14Delivery notes

• Please make sure your address is accurate and your phone number is reachable.
• Couriers attempt delivery 2–3 times. Orders that cannot be delivered because the customer is unreachable may be returned to us.

15Fair use & your rights

Placing an order confirms your acceptance of this policy. We keep order records for transparency and may decline requests that do not meet the conditions above. Where we see repeated misuse, such as wear-and-return or false damage claims, we may restrict cash on delivery or future orders.

This policy is intended to operate in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and nothing in it limits any right you have under applicable law. We encourage you to contact us first so we can resolve any concern directly. Any dispute is subject to the jurisdiction of the courts at Surat, Gujarat.

16Start your request

Share your order ID, the reason for your request and your opening video (if applicable) through one of our two official channels: